Frequently Asked Questions

A. The Adobe Store accepts payments via credit card.

A. No, you can check out as a guest if you prefer. But setting up an account will make future orders easier as it will retain your order history and information.

A. Fulfillment and Customer Service for the Adobe Store operate weekdays from 8am-5pm PST, excluding holidays.

A. Yes. Just enter the customer contact name and shipping address in the shipping address field. No prices or billing information will appear on the packing slip.

A. Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day.

A. Several shipping options and rates will be offered during checkout based on your order and shipping speeds. The amount shown for the selected delivery option will be added to your order total. Alternatively, you can use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx. Duties/taxes are added into your order total.

Adobe employees placing orders for business use, are able to use the Adobe Business Use Shipping option. A $2.95 handling fee will be added to the order total. The order will be shipped via FedEx at your chosen delivery speed, and the shipping costs will be billed separately from your order, directly to the Adobe cost center referenced in the order.

A. If there is inventory available, orders placed and authorized under normal circumstances:

• before 12 noon PST will ship the same business day.
• after 12 noon PST will ship the next business day.

A. Yes! UPS provides the best tracking and customs clearance. You can either pay for the UPS shipping costs through our website or use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx. Duties/taxes are added into your order total. If you would like to ship to a country not listed on the checkout page, please email SV.CustomerService1@halo.com for information on how to have product sourced to that location. Thank you!

Please note if additional or special processing is required by a local regulatory agency, ancillary fees may be incurred. These fees, which are subject to change, can vary per country/territory, and may be applied and invoiced to the Shipper, Consignee, or Third Party.

It is important to BrandVia- Powered by HALO that our customers are able to receive the items that are shipped to them. We are committed to making every effort to get your merchandise from our facility to the shipping address entered on the order, whether the address is inside or outside the US. For outside the US, the recipient is considered the Importer and may be contacted for clearance instructions. We know that many countries outside of the US have import restrictions for promotional merchandise and gifts. At times the merchandise can get held up in customs and the reasons are varied and can change without notice, even if accurate product documentation is provided. As a response to this (as an example) we have placed a hold on shipments to countries such as Russia because the import restrictions there have made it too difficult to get our goods into the country. If you would like more information on our international shipping policies and experiences please email SV.CustomerService1@halo.com.

Most of the merchandise that we sell is produced outside of the US. Many of these goods that have been imported into the U.S. cannot be easily exported to other countries, or re-shipped a second time, once our customers initially receive them. We highly recommend that you check with your freight forwarder to confirm foreign documentation requirements if you seek to re-ship goods that you have purchased through our store(s). Please note: HALO is a distributor (not a manufacturer) and therefore will not have access to factory information from the company that originally produced the goods.

A. Orders ship from San Jose, CA, with the following ESTIMATED timelines:

• FedEx International Priority®= 1-3 business day after ship date
• FedEx International Economy®= 2-5 business days after ship date
• UPS 3-Day Select® = 3 business days after ship date
• UPS 2-Day Airt®= 2 business days after ship date
• UPS Next Day Airt®= next business day after ship date
• UPS Ground= 1-5 business days after ship date, depending on proximity to San Jose, CA
• USPS = 1-7 business days after ship date, depending on proximity to San Jose, CA

*Please note: International delivery times will vary depending on country delivered to, customs clearance, and any unforeseen delivery issues. All taxes and duties have been added into your order total.

A. Please contact BrandVia-Powered by HALO Customer Service at SV.CustomerService1@halo.com or 408-955-1750 before 2pm PST on the business day your order is scheduled to be shipped.

A. The status of your order can be viewed online under Account. Shipment confirmations with tracking information are sent via email at the end of the business day your order was shipped.

When tracking the order, if the shipment shows DELIVERED, but the recipient did not receive the order, please alert SV.CustomerService1@halo.com immediately.We may not be able to replace or credit your order if we are not notified within 10 days of your shipment notification.

A. To contact Customer Service email SV.CustomerService1@halo.com or call +1 408-955-1750. Please have your order number ready to reference when contacting Customer Service.

Domestic Returns: Item(s) may be eligible for return within 60 days from the day the order was placed. Please contact Customer Service to determine next steps and to request a pre-paid UPS return label if item(s) are being returned. Refund or exchange requests will begin processing once we receive the returned item(s). Processing time is typically 7-10 business days. It may take longer than normal to process during peak times (holidays, sales, special events, etc.).

International Returns: Item(s) can be returned at the customer’s expense within 60 days from the day order was placed and will receive credit back on the account used at checkout. The customer is responsible for all return expenses, including shipping, duties, and taxes, unless the item(s) arrived damaged or defective (see below). Please contact Customer Service for next steps. We do not offer exchanges for international orders.

Damaged/Defective Items: To report and resolve a claim for damaged or defective items (applies to both domestic and international orders) please contact BrandVia- Powered by HALO Customer Service. Keep the merchandise and original packaging and contact us within 5 days of receiving item(s)- after 5 days, carriers no longer accept claims. If you wait beyond this period to inform us, we cannot be held responsible for damages or incorrect shipments and you may not receive credit or a replacement.

A. If you need to change the shipping address of your order and the order has not shipped please call us at 408-955-1750 or email us at SV.CustomerService1@halo.com. Please reference your order number when you call or email.

A. We would love to hear your feedback and suggestions! Just email SV.CustomerService1@halo.com.

A. If the quantity of an item you like on the store isn't available, we can place a drop ship order from our factory. Please email SV.CustomerService1@halo.com with the item name, SKU and the quantity that you need. Please note that production time will vary by product and we will advise soonest ship date.

A. For all custom order requests (custom items not available in the store) please email Doug Kahl at Doug.Kahl@HALO.com.

A. BrandVia- Powered by HALO., 1943 Lundy Avenue, San Jose, CA 95131

Contact Number: 408-955-0500

Email Address: SV.CustomerService1@halo.com

A. For those customers selecting "will call" at check out the pickup location is 1943 Lundy Avenue, San Jose. The pickup time windows will be Monday through Friday from 9:00am-11:00am and 1:00pm-3:00pm PST, excluding holidays. Please look for customer service to contact you with more details if you select this ship method.